Cust Satisfaction TVS

8/2/2019 Cust Satisfaction TVS

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A STUDY ON CUSTOMER

SATISFACTION ONTVS BRANDS WITH

REFERENCE TO T V & SONS

NAME : S.REMYA

REG NO: 8PGO67


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CUSTOMER SATISFACTION

Customer satisfaction may lead to brand loyalty,

every product of any kind of product should

attach utmost important to creating customer

satisfaction


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OBJECTIVES OF THE STUDY

To study about the customer satisfactionof TVS products

To analyze the buying behaviour of thecustomers

To analyze the factors influencing thebuying behaviour of the customers


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SCOPE OF THE STUDY

The project completely studies about the

products of the TVS Company and

customer services rendered by them


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LIMITATIONS OF THE STUDY

Limited time

Respondents opinion may be biased

Sample size is limited to 50

It is very difficult to measure the exact

level of satisfaction


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RESEARCH METHODOLOGY

Primary data has been collected throughthe questionnaire to 50 respondents

Secondary data has been collectedthrough the books and websites


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COMPANY PROFILE

TVS was established in 1911. The business activities include

dealership for automobile vehicles, distribution of spares, Productsfor special applications like construction & material handling. In its

desire to reach out to the customers directly, TVS & sons enteredinto the business of customer centric car services through its brandMyTVS.

MyTVS is an independent, multi brand and integratedafter-market car services business with core value of relationship

and trust. It provides car owners regular periodic maintenanceservices and complete car body repair facility through MyTVSallcar service and provide emergency services (24x7).


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TVS & SONS

GLOBAL BUSINESS:Business of sourcing precision qualityautomotive/industrial components & productsfrom India and other leading competitive

countries in Europe, UK & USA.GLOBAL SOURCING:

It offers a comprehensive menu likesupplies/supplier management, product/process

audits, warehousing solutions combining thecapabilities of TVS logistics services ltd


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VISION

To maintain cumulative growth in sales

To implement its focused and improved

value engineering program to reduce costs

To enhance quality


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TABLE SHOWING CLASSIFICATION

OF AGE

AGE RESPONDENT PERCENTAGE

15-24 26 52

25-35 16 32

35&ABOVE

8 16

INFERENCE:From the table we find that the respondentsbelonging to the age group of 15-24 is 52%.32% of the respondents belong to 25-35 agegroup and the remaining 16% of the

respondents come under 35 & above age

0

5

10

15

20

25

30

15-24 25-35 35&ABOVE

AGE OF THE RESPONDENTS

15-24

25-35

35&ABOVE


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TABLE SHOWING THE OCCUPATION OF

THE RESPONDENTS

OCCUPATION RESPONDENT PERCENTAGE

STUDENT 36 72

HOUSE WIFE 9 18

EMPLOYED 5 10

C H A R T SH O W I N G OC C U P A T I O N

STUDENT

HOUSE WIFE

EMPLOYEDINFERENCE:From the table we infer that 72% of therespondents are students, 18% of therespondents are house wives & 10% of therespondents are employed women


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TABLE SHOWING THE MOST USED

TWO WHEELER

TWO

WHEELER

RESPONDENT PERCENTAGE

SCOOTY PEP 25 50

STREAK 13 26

TEENZ 4 8

CHAMP 3 6

SCOOTY ES 5 10

INFERENCE:From the table we infer that 50% of therespondents use scooty pep.26% of therespondents use streak. 8% of therespondents use teenz, 6% of therespondents use champ & 10% of therespondents usescootyes.

CHART SHOWING THE MOST USED T WO-WHEELER BY THE

RESPONDENTS

50%

26%

8%

6%

10%

scooty pep

streak

teenz

champ

es


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TABLE SHOWING THE FACTORS

INFLUENCING THE BUYING BEHAVIOUR

FACTORS RESPONDENT PERCENTAGE

PRICE 8 16

STYLE 12 24

MILEAGE 15 30

MAINTANENCE

12 24

FUEL

EFFICIENCY

3 6

INFERENCE:

From the above table we infer that mileageconstitutes 30% , style and maintenance ofthe vehicle constitute 24% of therespondents. Price constitutes 16% andfuel efficiency constitutes 6%


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TABLE SHOWING THE SATISFACTION OF

AFTER SALES SERVICE

PARTICULARS RESPONDENT PERCENTAGE

HIGHLYSATISFIED

10 20

SATISFIED 20 40

CAN IMPROVE 20 40

INFERENCE:From the table we infer that 20% feelhighly satisfied, 40% of therespondents are satisfied with theservice and 40% of the respondentsfeel that after sales service should be

improved.

10

20 20

0

5

10

15

20

HIGHLY

SATISFIED

SATISFIED CAN

IMPROVE

AFTER SALES SERVICE

HIGHLY SATISFIED

SATISFIED

CAN IMPROVE


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TOOLS APPLIED:

I have used CHI SQUARE Test foranalyzing the findings of the study.

The result of the analysis shows There isno significant difference between the

factors influencing the buying pattern &quality of the product.


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FINDINGS

Most of the customer feel that the fuel efficiencyof the vehicles need to be improved

Most of the customer feel that the mileage of

the two wheelers is satisfactoryWe also find that TVS should improvise on the

advertising of the brand.We find that the intimation of the date of after

sales service is given to the customers.The customer face problem with storage space


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SUGGESTIONS

The TVS company has to concentrate on

mileage of the two wheelers which is only

35 cc. The brand has to improve the baggage

provisions

Proper after sales service & intimation of date

can help the company to retain their customer It can add some additional safety features like

hand bar lock etc

The TVS company has to concentrate more on


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CONCLUSION

The organization should concentrate onthe mileage & after sales service.

The company should take periodicaladvertising to retain its existing customersand to acquire new customers.


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THANK YOU

Cust Satisfaction TVS

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